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Business Profile

Auto Rentals and Leasing

Phoenix Car Rental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

This profile includes complaints for Phoenix Car Rental's headquarters and its corporate-owned locations. To view all corporate locations, see

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Phoenix Car Rental has 2 locations, listed below.

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/10/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Rented a vehicle. The cost given over the phone and in person was different.The vehicle did not have a working turn signal or reverse lights. The steering, breaks, and inside of the vehicle were broken and not safe for driving. We attempted to call the location with no answer. We returned the vehicle with a full tank of gas and without using the vehicle and requested a refund for the rental and they refused. They also keep credit card information that is not stored protected for customers. They were extremely rude. They seem to be running a scam for a business that does not take the safety of customers seriously.

    • Initial Complaint

      Date:07/02/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently experienced a vehicle total Loss and limited time to replace or rent a vehicle. I came here due to being a low cost temporary situation. First called to receive a quote over the phone stating I needed the vehicle from 6/19-6/30 of which I was quoted $309 before taxes and fees. When I arrived he asked me what I was quoted over the phone, adding on taxes and fees came to $377.13 or approximately $30/d. This was all written on a paper receipt with no breakdown of costs. Since Im was paying with a debit card, he claimed that there was a flat rate of $500 where I would use that as a security deposit and get that back once returning. I had to ask for the actual payment receipt beyond the rental agreement as he never provided it to me which all seemed odd. Go to get in the vehicle which was an impala with ******* miles on it, barely a 1/4 tank gas and nothing inside the vehicle worked. He stated nothing wrong mechanically and why they offer so cheap. Third day in, my car stalls twice after starting in and pulling off and all of the *** lights come on. Once it stalled the last time, I called and he said to bring it in to trade it in only to replace me with an equally terrible vehicle. When I came in the older gentlemen is very hot headed and has yelled at me twice to the point of his face getting red. End of story, I ended up needing the vehicle one extra day-called to let them know and they claimed I never did although I proved by my call log date and the time he didnt want to see it and said youre not getting a dime back, its a flat rate and even commented on why I should be in a situation in front of customers. I could not believe from start to finish what I experienced. I wouldnt talk to a dog they way they talked to me even in front of other customers. Many people can be in tough situations temporarily and that should never be a reason to allow this kind of business to happen.

    • Initial Complaint

      Date:12/13/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On the morning of December 3rd we rented a 2009 **** Expedition from Phoenix Car Rental on ****************************************************************************************. We told them we were going to ***********, ********** and returning the car on the morning of December 6th. We were just passed ********* going eats bound on the interstate 40 when the Expedition started smoking inside the cab, which was fogging up the windows and smelling like radiator fluid fumes. We drove like that for about 5 hours, constantly wiping the windshield down with napkins so I could see through the rain and fog. I had my wife and my two boys, a 2 year old and a 7 year old and my mother-in-law. Right after *****, we came down to a stop on the 40 due to construction, we were moving around **** mph when the Expedition started to shake, it felt like it was going to turn off. The dash lights were very dim and the left signal stopped working. Due to the continues fumes, I had to drive with the windows down, because the defroster did not work. It was incredibly dangerous and unsafe but thank God we made it to our destination. The following day the Expedition got worst, the smell of the fumes got so bad we started coughing and it would shake even more. We called Phoenix Car Rental at 3:18pm on December 4th and we explained the car's condition and they advised us to use a rag to clean the windshield and they would refund us the rag. We were concerned about not making it back home, and that's all they said to us. On the December 5th we drove back under the same condition, my family and I inhaling the fumes for hours. When we got home around 6pm, my oldest son complained about a headache and my 2- year old would not stop coughing, When we returned the car the morning of December 6th, and we told them about the issue the man on the front desk told us he couldn't help us that we had to call the head of customer service, the next day. after 9am. We have tried calling but he isn't available the times we have called. We have videos.

    • Initial Complaint

      Date:10/12/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      this company sold me insurance for my rental at $16 dollars a day and will not cover damage caused in a minor accident while driving the vehicle. they stated I purchased liability but will not cover any damage.he is using his contract to get out of his responisbilities and if he denies having providing me insurance. then he is commiting fraud for charging me a extra $16 dollars a day

    Phoenix Car Rental is NOT a BBB Accredited Business.

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